How to set up an SLA policy

Service Level Agreement Policy

A service-level agreement (SLA) policy measures and enforces policies relating to elapsed times between two parties. A common scenario is how long it takes for a routed lead to be reached out to by an SDR.

• The SLA has been calculated based on elapsed time which takes into account working hours, holidays, and vacations.
• Setting a threshold time limit
• Recording the elapsed time to check whether the SLA has been tripped or not.
• An action that needs to be taken.
• The calculation goes like this:
• Start Date Time- end time - (non-working hours + holiday hours + vacation hours).
• The time is converted into Zulu time for calculation to make it easier. 

Add  a New SLA Policy in Fullcast

1. Access your Fullcast instance and switch plans if applicable. 
2. Click Manage Policies by Territory on the Policies tile. 
3. Click New Policy. 
4. Click Add Policy on the Service Level tile. 

5. Select the applicable object from the Calculate SLA on the dropdown menu.
6. Calculate the Elapsed Time by selecting the applicable options from the SLA Timer Start and End dropdown menus. 
7. Click the check box if applicable to include working hours and holidays, or the owner's vacation schedule.  
8. Determine the criteria for thresholds if applicable. 
9. Identify what actions to take and click Save Changes. 

SLA Policy Stages

The SLA policy consists of the following stages:

• Calculate Elapsed Time
• Thresholds
• Actions

Calculated Elapsed Time

When you click Calculate Elapsed Time, tabs for Start Timer and End Timer will appear. Select the field From the dropdown list for both start and end times. If you leave the end time unselected, the current time will be used to calculate the elapsed time. 

In the Consider section, selecting working hours accounts for the working hours set in Salesforce. Clicking Owner's Vacation Schedule factors in the vacation period for time calculation. The owner's vacation schedule is set in the User object in Salesforce.

Thresholds

The Thresholds section is crucial as it determines whether the SLA is successful or not. To add a threshold, simply click the Add button. Provide a name for the threshold and define the criteria. If the criteria are evaluated to be true, the SLA is considered successful.

Actions

For each threshold created, you have the option to set actions to be taken if the SLA is successful or fails. This field is optional. Click on Actions to reveal the Add tab. Clicking on the Add tab allows you to add the appropriate actions for the threshold. If you want the elapsed time to be recorded in a field, this setup will be done in the Actions section.

Policy Status

After an SLA policy has been evaluated, a policy status record will be created and associated with the main record. The policy status-related list should be added to the page layouts so you can reference details relating to the execution of the policy.